Refund policy

At Totelyx, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please review our return and cancellation policy below for full details on how returns, exchanges, and refunds are processed.

1. Return Window & Eligibility

30-Day Return Window: You have 30 days from the date your item is delivered (based on carrier tracking info) to request a return.
Condition of Items: To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, unaltered, and in its original packaging with all tags attached.
Proof of Purchase: A valid order number or receipt is required to process your return.

2. Return Shipping Costs

Free Return Shipping: We offer Free Return Shipping on eligible return requests within the 30-day window.
Once your return request is approved, we will provide you with a pre-paid return shipping label via email.

3. Restocking Fees

No Restocking Fee: We do not charge any restocking fees for standard returns.

4. Order Cancellations

24-Hour Cancellation Window: You may request to cancel your order within 24 hours of placing it, provided the order has not yet been fulfilled or dispatched.
How to Cancel: Email us at info@totelyx.com within 24 hours with your order number. Once approved, a full refund will be issued to your original payment method immediately.
After 24 Hours: Orders canceled after 24 hours or after fulfillment must follow our standard 30-day return process upon receipt of the items.

5. Final Sale Items (Non-Returnable)

Final Sale Products: Certain items marked or designated as Final Sale or custom products added to our Final Sale list cannot be returned, exchanged, or canceled.
Please review product details carefully prior to purchase to confirm if an item is marked as Final Sale.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your item arrives damaged, defective, or if you receive the wrong product:

Contact us immediately at info@totelyx.com within 48 hours of delivery.
Provide your order number along with clear photos/videos of the damaged or incorrect item and its packaging.
Upon verification, we will issue a free replacement or a full refund at no additional cost to you.

7. Refund Process

Inspection: Once your return is received at our facility and inspected, we will notify you via email regarding the approval or rejection of your refund.
Refund Method: Approved refunds will be automatically credited back to your original payment method (Shopify Payments / Credit Card).
Processing Time: Please allow 3 to 5 business days for your financial institution to process and post the refund to your statement.